Customer Operations & Production Support Specialist

Description

Job Summary

The Customer Operations & Production Support Specialist provides day-to-day support across customer service, order coordination, purchasing, administrative recordkeeping, and fabrication operations. The position serves as a communication link among customers, Production, Purchasing, and site leadership to help ensure that orders, requests for quotation, work-order changes, materials, records, and production priorities are handled accurately and promptly. When office workload permits or operational needs require, the employee also performs trained fabrication and assembly work to support production flow and customer commitments.

Essential Duties & Responsibilities

Customer Service and Order Coordination

· Receive, review, enter, and maintain customer orders accurately and in accordance with established procedures.

· Coordinate requests for quotation (RFQs), gather required information, and route requests to the appropriate internal resources for review and response.

· Respond professionally and promptly to customer emails and telephone inquiries and document relevant information.

· Serve as a primary contact between customers and Production regarding requests, order status, priorities, and anticipated completion or delivery dates.

· Communicate with Production and site leadership to obtain accurate information before making commitments or providing customer updates.

· Enter, communicate, and maintain approved work-order changes so current requirements are reflected in applicable systems and records.

· Escalate customer concerns, conflicting priorities, quality issues, or delivery risks to the appropriate manager.

Purchasing Support

· Coordinate purchases from approved third-party vendors and service providers in accordance with established authorization requirements.

· Prepare and maintain purchase orders for services supporting the Connecticut operation.

· Order and replenish approved shop and office supplies, monitor inventory levels, and communicate potential shortages.

· Follow up on open purchase orders, expected delivery dates, discrepancies, and missing or damaged items.

· Maintain organized purchasing records and provide documentation to Accounting, Receiving, Quality, or management when requested.

Administrative Support

· Scan, file, distribute, and maintain work orders and related production documentation in accordance with record-control procedures.

· Collect, review for completeness, and route employee time sheets or timekeeping documentation.

· Maintain training records and assist leadership with documenting completed training, qualifications, and required follow-up.

· Perform data entry, document preparation, copying, scanning, filing, and other administrative tasks supporting the Connecticut operation.

· Protect confidential customer, employee, pricing, purchasing, and Company information.

Fabrication and Production Support

· Perform A1 assembly and other assigned assembly operations in accordance with work instructions, prints, specifications, and quality requirements.

· Clean, prepare, handle, and inspect parts and materials using approved processes and personal protective equipment.

· Operate assigned production machinery and equipment after required training and authorization.

· Read and follow work orders, basic prints, drawings, specifications, and visual standards; training may be provided where needed.

· Use calipers and other basic measuring or inspection tools after training to verify conformance to requirements.

· Perform soldering or related fabrication processes after completing required training and qualification.

· Maintain an organized work area and follow applicable safety, quality, housekeeping, and material-handling requirements.

· Work at an appropriate pace while maintaining accuracy, attention to detail, traceability, and product quality.

· Provide production coverage when office workload permits, when staffing needs arise, or as otherwise directed by management.

Flexibility and Other Duties

Success in this position requires flexibility and the ability to move between office and production responsibilities as business needs change. The duties listed above are representative and are not intended to be all-inclusive. The employee is expected to perform the essential functions of the position, as well as other job-related duties and assignments reasonably requested by management and consistent with the employee’s skills, training, experience, and operational needs. The Company may assign, modify, reassign, or eliminate duties at any time based on business requirements.

Requirements

Qualifications

To perform this job successfully, an individual must meet the following requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Strong attention to detail, organization, follow-through, and accuracy.

· Ability to manage competing customer, administrative, purchasing, and production priorities in a fast-paced environment.

· Professional written and verbal communication skills and a customer-focused approach.

· Ability to work independently, exercise sound judgment, protect confidential information, and seek clarification when priorities or requirements conflict.

· Willingness and ability to perform both office-based and hands-on manufacturing work as assigned.

· Ability to learn and follow Company systems, work instructions, quality procedures, safety requirements, and purchasing controls.

· Dependable attendance and the ability to adjust work priorities based on customer and operational needs.

Technical & Professional Skills

· Working knowledge of Microsoft Outlook, Word, Excel, and electronic business or manufacturing systems; experience with ERP/MRP systems is preferred.

· Accurate data-entry, recordkeeping, document-control, and basic purchasing skills.

· Ability to read and interpret work orders, basic prints, customer requirements, and written procedures.

· Ability to use calipers, basic inspection tools, soldering equipment, and assigned machinery following training and qualification.

· Professional telephone, email, vendor, and customer-service etiquette.

Education & Experience

High school diploma or equivalent required. One to three years of experience in customer service, order entry, purchasing support, office administration, manufacturing, assembly, or a related environment is preferred. An equivalent combination of education, training, and relevant experience may be considered. Prior experience reading prints, using calipers, soldering, or operating production equipment is helpful but is not required when the employee can successfully complete Company-provided training.

Language Skills

Ability to read and interpret customer communications, work orders, purchase orders, procedures, safety rules, and basic technical documents. Ability to prepare clear business correspondence and communicate effectively with customers, vendors, coworkers, and management.

Mathematical Skills

Ability to perform basic arithmetic, work with quantities and measurements, compare information for accuracy, and apply basic business and manufacturing calculations. Ability to read measuring tools after training.

Reasoning Ability

Ability to prioritize assignments, identify missing or conflicting information, follow established procedures, resolve routine issues, and escalate matters requiring management, technical, quality, or customer approval. Ability to shift effectively between office and production work while maintaining accuracy and meeting deadlines.

Physical Demands

The physical demands described below are representative of those that must be met to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Regularly sit, stand, walk, speak, hear, and use hands and fingers for computer work, paperwork, material handling, assembly, and equipment operation.

· Frequently move between office and production areas and remain at a workstation or production station for extended periods.

· Frequently reach, grasp, handle small parts, and perform repetitive hand and wrist motions requiring manual dexterity and visual attention.

· Regularly read computer screens, printed documents, work instructions, measurements, and product details at close range.

· Occasionally bend, stoop, crouch, kneel, push, pull, and climb or balance as necessary to access materials and equipment.

· Frequently lift or move up to 25 pounds and occasionally lift or move up to 50 pounds, using assistance or material-handling equipment when appropriate.

· Wear required personal protective equipment and safely perform trained assembly, soldering, inspection, cleaning, and machinery-related tasks.

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Work is performed in both a professional office setting and an active manufacturing environment.

· The employee may be exposed to moving machinery, production equipment, cleaning materials, soldering processes, moderate noise, and other conditions typical of light manufacturing.

· The role requires frequent interaction with customers, vendors, employees, and management and may involve interruptions and changing priorities.

· The employee must comply with all safety, quality, security, confidentiality, and personal protective equipment requirements.

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Benefits: JN White offers eligible employees a comprehensive benefits package, including medical, dental, and vision insurance, a variety of ancillary benefits, a 401(k) retirement savings plan, and profit sharing. Additional benefits include paid time off, paid holidays, and other company-sponsored programs. Benefit availability and eligibility are subject to applicable plan terms and company policies.

Equal Employment Opportunity

JN White is an Equal Opportunity Employer committed to providing a workplace free from unlawful discrimination and harassment. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, veteran status, status as a victim of domestic violence, or any other characteristic protected by applicable federal, state, or local law.

Reasonable Accommodations

JN White provides reasonable accommodations to qualified applicants and employees with disabilities in accordance with applicable law. Applicants requiring an accommodation during the hiring process may contact Human Resources.

Employment Disclaimer

This job posting is intended to describe the general nature and level of work associated with the position. It is not an exhaustive list of all responsibilities, duties, or qualifications. JN White reserves the right to modify job responsibilities consistent with applicable law. Nothing in this posting creates a contract of employment or alters the at-will employment relationship.